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Your boss has recently asked you to take over an account
for a customer that had purchased a large volume of Cisco
hardware devices just a month ago. In fact, this was one of
the largest orders, to date for your company.
Suddenly, you get a phone call at the worst possible time
you can imagine. It is the end of the month and you are trying
to complete your sales reports that are due in one hour. Furthermore,
you have a very hot sales appointment with a prospective customer
in the afternoon that was referred to you by one of your existing
clients.
Your customer is franticly asking you to help them since
their network is currently down. You realize that you have
not taken the time to review the customer’s contract
to determine the ACTUAL COVERAGE of his equipment.
You are realizing that you are now in a very difficult –
and awkward – situation. You are faced with several choices
– which one do you tackle first? All of them are important:
- Keeping your customer on the phone satisfied.
- Generating new revenue for your company – and for yourself
– by going on the afternoon sales call.
- Submitting your end of the month sales report to get paid
on time.
Scenarios like the one identified above, can be avoided if
you:
- Explain the difference between the services that are provided
under a warranty versus the services that are provided under
a Cisco service contract to your customers.
- Provide your customer with a service contract that provides
them with a team of people to support them during critical
times like network downtime.
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